Currys accused of ripping off customers by charging extra for pre-setup laptops

Consumer group Which? has received complaints from more than 100 Brits in the last three years that they were pressurised into paying £35 more than than they thought the computer would cost

By Rob Goodman

16th March 2018, 12:01 am

Updated: 16th March 2018, 9:48 am

CURRYS PC WORLD has been accused of ripping-off customers by charging them up to £35 more than the advertised price for laptops.

Consumer group Which? says more than 100 Brits have complained in the last three years that they've been charged more when they've gone to pick up their new computer after ordering online or buying in store.

Currys PC World could be breaking the law, Which? has warned by forcing customers into paying an extra £35 when buying a laptop

The problem concerns the retailer's optional £35 "set-up service", which get laptops up and running for those not computer savvy.

But in some cases, customers are being told that the pre-setup laptops are the only ones left in the shop, so they'll have to pay the additional set-up fee even if they don't want the service.

Which? has raised the issue "multiple times" with Currys PC World since 2015 - but in the last three months it received nine reports of the practice still happening.

And it has warned the retailer it could be breaching consumer law with "bait advertising" - this is where a retailer lures a customer into their store with a great advertising offer, even though they know they can't honour it, or there's only a limited supply of stock.

What are your rights?

UNDER the Unfair Trading Regulations there are 31 practices which are listed as unfair.

And one of those is "bait advertising."

A shop can't advertise special prices in an effort to lure customers into a shop knowing they won't be able to honour the price.

Retailers also can't promote one product with the intention of selling the customer something else - this is known as a "bait and switch."

If a laptop is advertised for a specific price but there are only models with an upgrade left in store, the shop has to honour the advertised price.

The consumer group first raised the issue in December 2015 and then again in March 2017 but it seems the problem is still happening.

Alex Neill, director of home and product services at Which?, said: "This issue has been going on for more than three years without resolution and we are disappointed people are continuing to report feeling pressurised into parting with their cash.

"We want Currys to make cast-iron guarantees that it will put an end to this practice and that customers who’ve been caught out will be reimbursed."

Which? have recorded increasing complaints over the technology giant over the space of two years

After the latest raft of complaints, the retailer is "urgently re-briefing" its staff that if there are only pre-setup laptops available in store, customers shouldn't be charged extra.

A spokeswoman for Currys PC World told The Sun Online: "We are sorry to hear that some customers have been charged for a Knowhow Laptop Set-up service on their new machine when they did not request it.

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"While setting up machines in advance enables customers who want the service to benefit from it straight away, it is not something everyone needs.

"We are urgently re-briefing our stores now to remind them that, in the small number of cases where only pre-set up models are available, customers should not be charged for the service when they buy their laptop."

The spokeswoman added that if any customers have been affected to email whichsupport@dixonscarphone.com so they can refund the extra charges and pass the complaint onto stores and regional managers.

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